In the first email subject line, have capitals for the first letter of important words.Asking for Help about Complaint Handling Careful with your spelling of 'complaint', 'consultation', 'management' plus other words. lost/ loss /lose during (period) on (a day) be concerned about something be dissatisfied with something reply to someone suggestions about something In the second email, 'explain the situation in the office' is unclear. Explain to who? consultation with resident committees In the letter be positive.Avoid any negative words such as problem, inconvenience, rude ... write to explain something tell someone something Do not promise in business writing. Use 'assure' or 'ensure'
To: Becky Chan (Accounts Dept)
From: Jan Wong (Estate Office)
Date: 22 March 2011
Subject: Asking for help about complaint handling
Hi Becky,
I know that you have rich experience in handling complaints so I wish you can give me some advice on complaint handling. Yesterday, I got a compliant letter from a resident about the new garbage collection system. The resident complained that the inconvenience was caused by the lost of key during Chinese New Year Eve and concerned about the theft problem from lost keys. The resident also complained that the new system was introduced with no prior conculation with residents. Also, the resident dissatisfied with the rudeness and unhelpfulness of our staff in the managment office.
Please reply to me as soon as possible.
Cheers,
Jan
To: Richard Chan (Estate Manager)
From: Jan Wong (Estate Officer)
Date: 22 March 2011
Subject: Approval for handling complaints
Dear Richard,
I have received a complaint letter from a resident, Ms Ellen Ma. She mentioned four problems concerning the new garbage collection system. I have a few suggestions on the complaint handling.
1. Inconvenice caused by the Lost Key
Ms Ma complained that she could not get a spare key from our office when she lost her keys during the Chinese New Year Eve. To solve this problem, I recommend that we can explain the situation in the office and put a spare key in the security center when the residents lose their keys.
2. Theft Problem from Lost Keys
She also concerned about the safety problem from lost keys and pointed out that robbery may happen if the keys fall into wrong hands.To avoid the possibility of robbery, we can remind Ms Ma that we have increased the frequency of patrols around the stairs recently.
3. No Prior Conculation with Residents on Changes
She complained that there were no conculation with residents on the new introduction of system. She thought that this changes went against the estate regulation management. I suggest that we can have conculation in resdient committee when there are any changes in future.
4. Rudeness and Unhelpfulness of Staff
Furthermore, she dissatisfied with the our staff because the staff is rude and unhelpful. I suggest that we can send a appologisy letter and promise that we will provide more training on communication skill on our staff. In order to improve our customer service level, I also recommend we can issue questionnaire to residents monthly to evulate the performance of staff regularly.This can improve the customer service level and avoid similar problem in future.
I would like to ask for your advice and approval for above suggestion. Looking forward to your reply.Thank you.
Regards,
Jan Wong
The Estate Manager
Collier Estate Management Ltd
22 First Street
Ma On Shan
23 March 2011
4/F Richland Court
Ma On Shan
Dear Ms Ma,
Re: Garbage collection system issues
Thank you for your letter on the 21 March 2011 regarding the new garbage collection system. We apologize for the inconvenience casued by the changes, consulation problem and the staff problem. I am writing this letter for explaining the problem and provide solutions to improve the situation.
First, we apologize for the inconvenience caused by the new garbage collection system. To remind the residents, we sent the notice to the residents and told that the office will be shut down in Chinese New Year Eve. Regarding the lost key problem, we will put spare keys in the security center to avoid the similiar problems.
Regarding the possibility of theft problem, we have increaed the frequency of patrols around the stairs recently. We hope that this arrangement can reduce the possibility if the lost keys fall into wrong hands and improve the security level.
Moreover, we apoloize for no prior consulation with residents when we introduce the new garbage collection system. We promise that we will put any changes to the residents' committee and listen the opinion from residents. We hope that this can improve quality of our service and avoid inconvenice caused by any changes.
We apologize for the rudeness and unhelpfulness of our staff in the office. We will provide more training on our staff in communication skill to solve this problem and issue questionnaire to all residents monthly to evulate the performance of staff regularly.
We promise these problems will not happen again and we appericate for your opinion regarding our managment. We hope taht the above arrangements are satisfactory to you. Do not hesitate to contact our Estate Mangament Office in 2354-8596 if you have any inquiries. I am looking forward to hearing from you.
In the first email subject line, have capitals for the first letter of important words.Asking for Help about Complaint Handling
Careful with your spelling of 'complaint', 'consultation', 'management' plus other words.
lost/ loss /lose
during (period) on (a day)
be concerned about something
be dissatisfied with something
reply to someone
suggestions about something
In the second email, 'explain the situation in the office' is unclear. Explain to who?
consultation with resident committees
In the letter be positive.Avoid any negative words such as problem, inconvenience, rude ...
write to explain something
tell someone something
Do not promise in business writing. Use 'assure' or 'ensure'
To: Becky Chan (Accounts Dept)
From: Jan Wong (Estate Office)
Date: 22 March 2011
Subject: Asking for help about complaint handling
Hi Becky,
I know that you have rich experience in handling complaints so I wish you can give me some advice on complaint handling. Yesterday, I got a compliant letter from a resident about the new garbage collection system. The resident complained that the inconvenience was caused by the lost of key during Chinese New Year Eve and concerned about the theft problem from lost keys. The resident also complained that the new system was introduced with no prior conculation with residents. Also, the resident dissatisfied with the rudeness and unhelpfulness of our staff in the managment office.
Please reply to me as soon as possible.
Cheers,
Jan
To: Richard Chan (Estate Manager)
From: Jan Wong (Estate Officer)
Date: 22 March 2011
Subject: Approval for handling complaints
Dear Richard,
I have received a complaint letter from a resident, Ms Ellen Ma. She mentioned four problems concerning the new garbage collection system. I have a few suggestions on the complaint handling.
1. Inconvenice caused by the Lost Key
Ms Ma complained that she could not get a spare key from our office when she lost her keys during the Chinese New Year Eve. To solve this problem, I recommend that we can explain the situation in the office and put a spare key in the security center when the residents lose their keys.
2. Theft Problem from Lost Keys
She also concerned about the safety problem from lost keys and pointed out that robbery may happen if the keys fall into wrong hands.To avoid the possibility of robbery, we can remind Ms Ma that we have increased the frequency of patrols around the stairs recently.
3. No Prior Conculation with Residents on Changes
She complained that there were no conculation with residents on the new introduction of system. She thought that this changes went against the estate regulation management. I suggest that we can have conculation in resdient committee when there are any changes in future.
4. Rudeness and Unhelpfulness of Staff
Furthermore, she dissatisfied with the our staff because the staff is rude and unhelpful. I suggest that we can send a appologisy letter and promise that we will provide more training on communication skill on our staff. In order to improve our customer service level, I also recommend we can issue questionnaire to residents monthly to evulate the performance of staff regularly.This can improve the customer service level and avoid similar problem in future.
I would like to ask for your advice and approval for above suggestion. Looking forward to your reply.Thank you.
Regards,
Jan Wong
The Estate Manager
Collier Estate Management Ltd
22 First Street
Ma On Shan
23 March 2011
4/F Richland Court
Ma On Shan
Dear Ms Ma,
Re: Garbage collection system issues
Thank you for your letter on the 21 March 2011 regarding the new garbage collection system. We apologize for the inconvenience casued by the changes, consulation problem and the staff problem. I am writing this letter for explaining the problem and provide solutions to improve the situation.
First, we apologize for the inconvenience caused by the new garbage collection system. To remind the residents, we sent the notice to the residents and told that the office will be shut down in Chinese New Year Eve. Regarding the lost key problem, we will put spare keys in the security center to avoid the similiar problems.
Regarding the possibility of theft problem, we have increaed the frequency of patrols around the stairs recently. We hope that this arrangement can reduce the possibility if the lost keys fall into wrong hands and improve the security level.
Moreover, we apoloize for no prior consulation with residents when we introduce the new garbage collection system. We promise that we will put any changes to the residents' committee and listen the opinion from residents. We hope that this can improve quality of our service and avoid inconvenice caused by any changes.
We apologize for the rudeness and unhelpfulness of our staff in the office. We will provide more training on our staff in communication skill to solve this problem and issue questionnaire to all residents monthly to evulate the performance of staff regularly.
We promise these problems will not happen again and we appericate for your opinion regarding our managment. We hope taht the above arrangements are satisfactory to you. Do not hesitate to contact our Estate Mangament Office in 2354-8596 if you have any inquiries. I am looking forward to hearing from you.
Yours sincerely,
Richard Chan